Reputation
TeamLead,ManagedResponse
Neural analysis suggests this role is
optimal for Lead candidates.
“Team Lead, Managed Response at Reputation. Skills: Customer service management, Team leadership. Fulfill day-to-day requirements of managed services. Liaise with internal and external teams”
What You'll Achieve.
Reduce escalations
Industry & Context.
Open to work 24/7
What They're Looking For.
Must Have
Bachelor's Degree in any relevant field
Nice to Have
4-7 years’ experience in customer service, managing a team experience, interviewing experience, hiring experience, coaching experience
What You'll Do.
Fulfill day-to-day requirements of managed services
Liaise with internal and external teams
Manage review response coordinators
Manage review process for customers
Create inspiring team environment
Collaborate with team in U.S.
Guide team in India on process & delivery
Monitor and report on KPIs and SLAs
Escalate issues when necessary
Manage and delegate work
Hold team members accountable
Monitor individual and team performance
Report on metrics to management
Discover training needs
Conduct weekly one to ones
Work closely with engineering and product
Implement customer and team product features
Handle customer escalations
Provide constructive feedback
Track progress against feedback
Create action plans to reduce escalations
Communicate proactively
Respond to all forms of communication
Cross train employees on Managed Response functions
Suggest team building activities
Organize team building activities
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal teams; External teams
Communication Scope
Client communication; Verbal communication; Written communication; Digital communication; In-person communication; Partnership skills
Full Job Description
**About Reputation** Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle. ****Job Summary:**** You will fulfill the day-to-day requirements of managed services for a number of customers at all stages of their life cycles, liaising with both internal and external teams. A large portion of your work will involve managing review response coordinators and helping them in responding to reviews and managing that process for your designated customers. ****Responsibilities:**** ● Create an inspiring team environment with an open communication culture ● Collaborate with the team in U.S. and guide the Team in India on process & delivery ● Monitor and report on KPIs and SLAs, and escalate issues when necessary ● Manage and delegate work, and hold team members accountable ● Monitor individual and team performance and report on metrics to management ● Discover training needs and provide coaching ● Conduct weekly one to ones with team members ● Working closely with engineering and product on customer and team product implementation and feature requests ● Cross train employees on various Managed Response f
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